Tex.
Gov't Code Section 525.0159
Hotline and Call Center Coordination
(a)
The commission shall establish a process to ensure all health and human services system hotlines and call centers are necessary and appropriate. Under the process, the commission shall:(1)
develop criteria for use in assessing whether a hotline or call center serves an ongoing purpose;(2)
develop and maintain an inventory of all system hotlines and call centers;(3)
use the inventory and assessment criteria the commission develops under this subsection to periodically consolidate hotlines and call centers along appropriate functional lines;(4)
develop an approval process designed to ensure that a newly established hotline or call center, including the telephone system and contract terms for the hotline or call center, meets policies and standards the commission establishes; and(5)
develop policies and standards for hotlines and call centers that:(A)
include quality and quantity performance measures and benchmarks; and(B)
may include policies and standards for:(i)
client satisfaction with call resolution;(ii)
accuracy of information provided;(iii)
the percentage of received calls that are answered;(iv)
the amount of time a caller spends on hold; and(v)
call abandonment rates.(b)
In consolidating hotlines and call centers under Subsection (a)(3), the commission shall seek to maximize the use and effectiveness of the commission’s 2-1-1 telephone number.(c)
In developing policies and standards under Subsection (a)(5), the commission may allow varied performance measures and benchmarks for a hotline or call center based on factors affecting the capacity of the hotline or call center, including factors such as staffing levels and funding.
Source:
Section 525.0159 — Hotline and Call Center Coordination, https://statutes.capitol.texas.gov/Docs/GV/htm/GV.525.htm#525.0159 (accessed Jun. 5, 2024).
